4 Tips for Switching CRMs

Tips on how to successfully switch CRM systems

If you decide to upgrade your CRM software, the main costs you’ll face are time and internal effort. You’ll need to research and choose a new CRM, import all your data, add in your customizations and integrations, and train your whole team to use it.

You can simplify the process if you have a clear idea of what you want, your data is easily accessible and you follow these five steps:

1. Analyze your reasons for switching CRMs.

Before making a switch, you need to first determine what about your current solution is problematic. Sometimes, it’s not the software that’s really the problem. Businesses switch CRMs for various reasons, but the decision often comes down to poor user adoption. If it’s unclear to your staff members how – or even why – they should use the CRM, don’t expect them to be eager to do so. When CRM installations take a nosedive, they not only fail to deliver profitable growth, but can also damage long-standing customer relationships.

There are many reasons to switch your CRM, but you need to pick a program that promotes your customer relationships and connections instead of severing them. [Read related article: How to Make Your CRM Your Company’s Most Flexible Tool]

2. Get your team on board from the beginning.

Your goal is to find a CRM system that meets management’s needs and makes your team members’ jobs easier. Ideally, everyone should be enthusiastic about switching, and the best way to drum up excitement is to involve your employees in the process from the beginning. 

Designate a few CRM evangelists to spearhead efforts in each department. Start with higher-ups. The change will feel more official if executives and managers lead the charge. Then, in each department, explain how the switch will benefit your business and each team member.

Consider setting up a practice account first. Let your team members get creative with a demo or free trial before you initiate the switch; this way, they can see how it will impact them directly.

3. Keep the data accurate by transferring it with minimal loss.

Once your new CRM platform is ready to go, it’s time to transfer the data from your old system to the new one. The goal should be to transfer it all efficiently without losing any information, all while training your staff on the new system. The more accurate the data is, the sooner they can get up to speed.

Create a game plan that allows ample data transfer and training time. Have your CRM’s support team take the lead on exporting and importing the data, preferably before training begins. You’ll also need this team’s help setting up customizations and integrations and training your employees to use them.

If the system is ready to go with your data intact, you’ve eliminated many barriers before starting. As a result, you can focus on inputting new contacts, reporting new sales, and following new rules and policies during training.

4. Don’t just encourage the system’s use; ensure it.

Making sure your team uses the new CRM system is crucial to the implementation process. Once everyone is on board, set a changeover date. Make it clear from the beginning how employees will be evaluated on their use of the new system. For example, if leads aren’t entered correctly or follow-ups aren’t recorded, managers won’t recognize the work, and your small business could lose sales.

Schedule regular meetings to review CRM reports, and make sure everyone is developing good data-entry habits. Ask your team members how they feel about the new system now that they’re using it every day, and brainstorm ways to use the CRM to make their lives even easier. Most importantly, make sure users in each department have a designated expert they can go to if they have questions or need help navigating the system.

5. Trade up for a system with features you’ll actually use.

Avoid getting a program with too many tools, as that can make it harder to navigate. When you’re looking at new CRMs, remember quantity is not quality. Extensive options can be overkill. Ensure your CRM has just the right features to fulfill your business needs.

“When choosing a new CRM, you can go into this one knowing what you actually need or don’t need based on your use so far,” Eric Sachs, CEO of Sachs Marketing Group, told us. “Don’t feel pressured to get one that does the absolute most. You just need the one that does everything you currently need. Switching to an overkill tool will just make your transition more difficult.”

If your current CRM system isn’t performing as expected, you must first determine why. If retraining and more customizations don’t help, switching to a better system may be the best solution. This will be challenging, but with a renewed focus and by following these tips for getting everyone on board, it can be a smooth transition that’s well worth the effort.

Costs of switching CRMs

The costs associated with switching CRMs can depend on various factors, such as your company’s size, the pricing structure of your new CRM versus your current one and the length of time it will take to complete the onboarding process.

Although there are free CRM options, growing businesses should think twice about using them. A little money saved today can cost a lot down the road when you need to switch to a paid CRM with advanced features and adequate data storage.

Small businesses can expect to pay an average of $35 per user per month for a starter CRM system. Midrange systems average nearly $100 per user per month, and advanced enterprise packages average $145 or more per user per month.

* Pricing is based on a per-person-per-month pricing structure. Additional charges may apply for various contract lengths, add-ons, integrations, etc.